Refund
Policy.
We sell two different kinds of thing, and they carry different rights. This policy explains which is which, when we refund, when we do not, and exactly who pays the postage.
01 Two Kinds Of Order
Everything on this site falls into one of two groups, and your rights depend on which one you bought.
- Personalised and made to order. Anything with your name, your logo, your artwork, or built in the Design Studio. Made specifically for you and for nobody else.
- Stock items. Ready-made goods we hold and send as they come, such as branded sock multipacks and our own stock-design tees.
If you are not sure which yours is, check your order confirmation or just ask us.
02 Personalised Items: No Change-Of-Mind Returns
Personalised goods are legally exempt from the 14 day cooling-off period under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Once it is made with your name or artwork on it, we cannot sell it to anyone else.
You can cancel for a full refund right up until you approve your proof. After that the materials and machine time are committed and the order cannot be cancelled.
Check your proof properly. Colour, spelling, placement, size. Once you approve it, it is locked in.
This does not affect your rights if the item arrives faulty or wrong. See section 5.
03 Stock Items: 14 Days To Change Your Mind
For stock items only, you have 14 days from delivery to tell us you want to return it, and a further 14 days to actually send it back.
- The item must be unworn, unwashed and in its original packaging with any tags still attached.
- For hygiene reasons we cannot accept socks or underwear once the pack is opened. This is standard across the trade.
- You pay the return postage. Use a tracked service. Until it reaches us it is your parcel and your risk.
When we receive it we refund the price of the goods plus the basic standard delivery charge, within 14 days.
04 Postage: Who Pays What
The short version: if the mistake is ours we pay, if it is not, you do.
| Situation | Return postage | Your delivery charge |
|---|---|---|
| Faulty, damaged or wrong item sent | We pay | Fully refunded |
| Stock item, changed your mind | You pay | Basic rate refunded |
| Personalised item, changed your mind | No return | Not refunded |
| Parcel refused or returned undelivered | You pay | Not refunded |
Delivery charges are not refundable except where the law requires it, which is the two rows above that say so. If you paid extra for Express, we refund the basic Standard rate and not the upgrade, because the faster service was used to get it to you.
If a parcel comes back to us because the address was wrong, nobody collected it, or delivery was refused, we deduct our return-carriage cost from anything we refund. Sending it out again means paying postage again.
We are a small business, not a courier. We do not absorb postage costs on orders that were correct when they left us.
05 When We Will Refund Or Replace
Whatever you bought, personalised or stock, we replace it or refund it if:
- It is genuinely faulty. Material defect, stitching failure, print peeling under normal wear.
- It is materially different from your approved proof. Wrong colour, wrong size, wrong design printed.
- It arrived damaged. Reported within the window in section 7.
In all three cases we cover the return postage and you are not out of pocket.
To claim, email info@customdrops.co.uk within 14 days of delivery with your order number, clear photos of the problem, and a line about what is wrong. Approved refunds land within 5 to 10 working days on your original payment method.
06 When We Will Not Refund
- Change of mind on a personalised item.
- Wrong size where a size guide was provided. Measure first, or ask us and we will check for you.
- Wrong colour where the colour was shown on the product page and on the proof you approved.
- Artwork that printed differently to how you pictured it because of low-resolution files, screen-to-print colour shift, scaling or font problems that were visible on the proof you signed off.
- Small variation in print position, size or shade. Up to roughly 10mm of placement variation and natural batch variation between garments is normal for DTF and embroidery. It is a tolerance, not a fault.
- Damage after delivery from wear, washing against the care instructions, ironing the print, tumble drying, bleach or alteration.
- Returns sent without contacting us first. We cannot process them and we cannot send them back to you.
07 Lost Or Damaged In Transit
Once the courier has it, delivery is in their hands. Every parcel is tracked and we will chase it with you, but tell us quickly so we can open a claim before their window shuts:
- Damaged on arrival: within 48 hours, with photos of the item and the packaging.
- Marked delivered but missing: within 7 days. Check with neighbours, household and your local depot first.
- Not received and not marked delivered: within 21 days of dispatch.
If the courier confirms the parcel is lost, we remake and resend at no charge to you. If tracking confirms it was delivered to your address, we treat it as delivered. We will help you push the courier investigation, but we cannot refund a parcel the courier has confirmed delivered.
08 Where We Ship
We currently deliver to United Kingdom addresses only. If you need it sent elsewhere, message us before ordering and we will quote you directly.
09 Chargebacks And Payment Disputes
If something is wrong with your order, talk to us first. We will nearly always sort it.
Filing a chargeback before contacting us skips this policy entirely. We will give your card issuer the full file: order details, the proof you approved, dispatch tracking and delivery confirmation.
10 Fraudulent Claims
We are a small family business and we take false claims seriously. Our family has a background in law.
Where we have clear evidence that a claim of non-delivery, damage or chargeback is dishonest, we will:
- Take legal action to recover the value of the goods and our costs.
- Block your IP, email, phone and delivery address from future orders.
- Share the case with partner businesses.
- Call it out publicly, within what UK law permits.
If you have a real problem, tell us. We would much rather fix it than argue about it.
11 Your Statutory Rights
Nothing in this policy affects your statutory rights as a UK consumer under the Consumer Rights Act 2015, including the right to goods that are of satisfactory quality, fit for purpose and as described. Where goods do not meet those standards you are entitled to a repair, replacement, price reduction or refund as set out in the Act.
12 Get In Touch
Email info@customdrops.co.uk with your order number for the fastest response. We aim to reply within 1 working day.